Water park, Kids activities and Kids Club. The kids always had something to do. The kids club was nice, clean and the staff at the kids club there professional and helpful. The water park is ton of fun for kids all ages!

The staff seemed annoyed when ever you asked for anything, zero sense of service. The front desk again acted annoyed when we called because the room was not clean at check in (dirty floors and even candy wrappers left on the bathroom counter). One of our rooms (we had 4 rooms) took til almost 6 o 7pm to be ready. The Hotel seemed to not have inventory on Drinks, they kept running out of Pepsi and ironically Tequila, in MEXICO!! Even Beer! A hotel that size we were told one day they had no beers at the time. The elevators in our building NEVER worked. We had children in strollers and our rooms were not on the ground level. We also requested months in advance for crib and close rooms for all our family rooms. Getting reservations to the Steak or Hibachi restaurant was nearly impossible, we never got to eat there. Even the spa, only were able to book massages for the last day of our stay (several family members wanted more massages different days). I sat down with a staff member who I thought was the concierge to set up restaurant reservations, spas, tours, golf, little guidance what activities the hotel had for our big group and how I have done in every other resort (did it in the Punta Cana Hard Rock). Ended being the first step in getting us to a presentation for their vacation club. I accepted the invitation to the breakfast presentation in exchange for spas and points (again several family members go to the spa several days in our other stays). The presentation was at 8am and was told it would take 90 min tops. My wife and I attended with our boys (all the family had to be there), by 9:30 my boys were bored out of their minds (my wife ran the kids to their grandmother but had to come back or no spa points). Way past 11am and saying in all possible ways that I was not buying that I wanted to leave with my points... then another guy who would give me my points tried to sell me ANOTHER 5 nights or something, at that point I told him I just wanted my spa points

The kiddie pools was very nice for the kids all goth great interactive entertainment.

We requested in advanced conjoining rooms or rooms at-least next to on another to be close to our children. We requested this months in advanced. When we arrived they told us they had nothing available and we had to upgrade to a sky view conjoined room which was a much more expensive room. All of our elevators were out of service our entire stay, we had a toddler in a stroller we had to carry anytime we left our room( up 3 flights!) Our room door was also broken and we kept getting locked out so they took off the deadbolt as a solution. Our other room door stopped working and we were told we had to reactive our keys. The first two days we weren’t able to get into any of the restaurants because there were over 1.5 hour wait times and we had three small children with us. The staff said they booked us for their Hibachi restaurant and their steak house restaurant for our last two days, they lied. We even confirmed and they said it was taken care of but they lied. They also lied about our second attempt at reserving or dinner and then apologized. We had no reservation and then they tried to rectify it by booking us at 9:30 at night with toddlers for dinner. Our kids were crying and fell asleep on the chairs and faces down on the tables they were so exhausted. The hotel also was working on fixing water issues and construction so we lost hot water to our rooms and toilet water at one point for one of the days. They slipped letters under our door notifying us in writing that we would experience issues. The staff tried to persuade us to do a presentation to sell a time share/RCI package and offer us brunch and massages. After doing the extremely long presentation they told us sorry our spas are completely booked. So they offered us $vouchers to spend at their gift shop. We used the voucher and then they still sent a charge to our rooms.The water park open 1.5 hours later then they stated on their website and we were told to wait.

A hidden jem: the french restaurant. Umo also great; avoid Zen. The staff is wonderful. I find the "Heaven" section far more interesting than the "Hacienda" section where I stayed. Definitely will get back to the hotel.

Zen restaurant: over rated, not truly Japanese, avlid that one. Also, the idea of going to a Hard Rock Hotel is about the music: in contrast to other Hard Rock Hotels, this one had a lot of music that differs from what the experience should be. Although it might make "sense" to have a balance, I found a strong bias on what I listened compared to other Hard Rock Hotels. Although tjis hitel doesn't offers too much of a beach experience, the portion it had smelled bad.

amazing location. Fantastic hotel. Friendly staff!

The red wine

Carlos and Samantha made our stay exceptional

The public restrooms could have used a little more attention but overall the property was very clean!

great atmosphere

needs updating

water park

excessive sales approach for investment in sharing packages

nice large property.

we loved the staff. they we so nice and friendly… easy to talk to to.

We could not find napkin or life guard in the kids water park when my daughter got a bloody nose.. bathrooms weren’t easily accessible from the kids area.

Restaurants are excellent except for Toro. Buffet option was average at best. Nice water park. The hotel is dated. All pools are very cold. The beach is a small lagoon only.

short walks everywhere. the views.

The food- very bland. not many selections to choose from for all hours of in-room dining.

location and swimming pool

rude reception staff. dirty room. 2 days to sort an issue with our room

quality of food , water park and everything was super clean

restaurants are super noisy, does not feel like 5 star hotel. staff at the entrance of the restaurants are always trying to avpid people getting a table. specially the sushi restaurant .

nice property with large area

too much construction

Best all-inclusive experience you can find. High quality food, services, facilities and entertainment for the whole family. Attention to every detail. Super friendly and helpful staff. The shows are exceptionally good. Great buffets and restaurants. Breakfast sausages and bacon just the way I like them (little detail, I know! but it's just one of those things that make a difference...)

There's no open-sea beach. But there are small pool-like beaches which are great for the children.

We were so excited to go to Hard Rock having never been before. The rooms were spacious and comfortable.

The property however is old and the facilities need attention. The Wifi is the worst we had in Mexico and this was one of the most expensive places we stayed…go figure. The staffs attitude was more “Best Western” or “Premier Inn” than “Hard Rock”. Gloria from room service was probably one of the rudest, condescending people I’ve ever encountered. There is no consistency in staff attitude (housekeeping couldn’t be more lovely). They use the cheaper version of all spirits, so the drinks always taste a little “off”. Overall and personally we’d suggest not spending the money here and staying at XCARET instead. We stayed there prior and it was better value for money. Hard Rock needs to improve their buffets, the steak at the steakhouse “Toro” was mediocre at best, which was better than the service surprisingly. Overall it was overpriced, poor quality food and drinks and some staff (like Gloria) are racist (we don’t speak a lot of Spanish and we’re white). Disappointing.

Facilities are great and large

The checking process was very difficult, they had all type of problems to find my booking, and rooms given were so far apart witn no reason. The "Booking.com, booking experience was very disappointing and scary at some point, when they couldn't find my name

Service excellent. Workers friendly. Plenty f food and drink options.

nothing

food , rooms , toilets and no entertainment in the evenings